Service / 03
One number when the building stops cooperating.
24/7 intake, risk-based priorities and a managed contractor response for commercial property across Auckland.
What does the 24/7 reactive service promise mean?
Ridgeline provides a 24/7 intake line every day for commercial property faults. The service classifies the issue, records hazards and access conditions, dispatches a suitable vetted contractor and tracks the job to sign-off. A 2-hour P1 on-site target applies across metropolitan Auckland; response targets outside that area are agreed for each site.
24/7intake, every day
How are reactive jobs prioritised?
Reactive jobs are prioritised by risk to safety, security, active property damage and operational disruption. P1 emergencies target an on-site response within 2 hours and make-safe within 4 hours; P2, P3 and P4 work follows business-hour or agreed-date targets so urgent work is not hidden inside a generic queue.
| Priority | What it covers | On site within | Resolution target |
|---|---|---|---|
| P1 Emergency | Risk to safety, security or active property damage | 2 hours | Made safe within 4 hours |
| P2 Urgent | Significant disruption to your operation or a tenant’s use | 8 business hours | 2 business days |
| P3 Standard | A fault that is not causing significant disruption | 48 business hours | 10 business days |
| P4 Scheduled | Planned work on the maintenance calendar | Agreed date | Agreed date |
What happens when you call?
A Ridgeline intake coordinator records the fault in under five minutes, checks the site's hazard and access information, and dispatches an appropriate licence-verified contractor. The caller receives an ETA. After sign-off, Ridgeline sends a completion notice with before-and-after photographs within two hours and matches the invoice to the job number.
- IntakeIssue, location, hazards and access recorded.
- DispatchSuitable vetted contractor briefed for the site.
- Close-outPhotographs, approval, invoice and job record matched.
When is approval required?
On contracted sites, reactive work under $[500] proceeds without separate approval when it is required to protect safety, security or prevent active property damage. Work above $[500] receives a quote first unless an immediate make-safe action is necessary. The threshold is a working placeholder and must be confirmed in the contract.
Callout fees are stated as a range in the proposal and shown separately from labour, materials and any specialist charges.
Which trades are covered?
The reactive panel covers make-safe work, electrical, plumbing, glazing, locksmith, security, water ingress and HVAC breakdown response through vetted, insured and licence-verified contractors. Ridgeline manages delivery and the client contract; Ridgeline does not represent itself as holding trade registration or employing the physical tradespeople.